SWATI BHAISARE
Nagpur
Summary
Skilled team player with a strong background.Works well independently to handle assignments and is always ready to go beyond basic assignments. Quick learner with good computer abilities. Motivated and friendly worker with a flexible schedule, Dependable and punctual with a clean driving record. Work collaboratively with team members and provide excellent customer service. Results-driven Account Management Team Lead known for highly productive and efficient task completion. Specialize in strategic client relationship management, revenue growth strategies, and team leadership. Excel in communication, problem-solving, and adaptability to ensure optimal team performance and client satisfaction. Prioritize collaboration and innovation to meet and exceed objectives.
Overview
13
13
years of professional experience
Work History
Account Management Lead
HotelKey India Pvt Ltd
Nagpur
01.2024 - Current
- Lead and manage the team, providing coaching,mentoring , and guidance to ensure individual and team success.
- Communicate effectively team goals, Key Performance Indicators and individual performance targets.
- Encourage a culture of continuous learning and professional development within the team.
- Handle escalations from the AM´s working closely with internal teams to deliver optimal solutions.
- Deep understanding of customers' concerns and thoughts regarding the use of products.
- Collaborate with other departments to resolve customer issues quickly and efficiently.
- Lead daily team stand-up meetings to review progress and provide direction.
- Build and generate reports in SF and Zendesk in order to monitor performance.
Product Specialist
HotelKey India Pvt Ltd
Nagpur
10.2020 - 01.2024
- Working closely with cross-functional teams to manage and communicate product changes
- Create and maintain product configurations and version update documentation
- Developed training materials and documents in the learning management system
- Answering user inquiries regarding products to resolve problems.
Training Lead
HotelKey India Pvt Ltd
Nagpur
10.2019 - 09.2020
- Created engaging and informative web content for online interactive training programs
- Recorded video instruction to support remote clients and offer training
- Implemented training programs focused on specific objectives outlined by clients
- Organized orientation and onboarding process for new joiners
- Optimized training delivery methods and materials to meet the needs of the clients
- Created training material to ensure data integrity.
Support Technician
HotelKey India Pvt Ltd
Nagpur
12.2018 - 09.2019
- Addressed system and user issues and identified solutions
- Used defined help desk processes and procedures to deliver first-level technical support
- Handled tickets personally and smoothly escalated advanced calls to satisfy customers' needs
- Trained users and junior support staff in the proper use of the products
- Completed large number of technical support tickets each week, maintaining high first-call resolution rate
- Answered user inquiries regarding the products to resolve problems.
Quality Analyst Lead
GATIKWE
Nagpur
02.2016 - 10.2018
- Prepared reports of actionable data for internal groups and management staff, maintaining consistent communication across multiple departments
- Tracked and compiled the performance of individuals and teams using quality data management systems to improve goal attainment
- Developed new or improved current training material to achieve call center goals while exceeding customer satisfaction
- Increased call success through specialized call monitoring goals and administration of quality standards
- Filled customer needs, exceeding expectations by identifying customer needs through participating in client listening programs
- Provided feedback to team leaders and managers to reduce shortfalls and inspire confidence to achieve goals.
Complaint Resolution Officer
GATIKWE
Nagpur
03.2014 - 01.2016
- Outlined decisions and recommendations with detailed reports showing evidence of violations and related rules
- Identified potential compliance issues and worked quickly to remediate vulnerabilities
- Utilized discretion and independent judgment concerning significant matters
- Supervised follow-up and resolution of issues generated by the compliance program
- Reviewed existing compliance procedures and policies, suggesting revisions
- Resolve customer's problems questions and needs
- Satisfying the customer ensures the continuation of the business.
Inbound Customer Service Representative
GATIKWE
Nagpur
01.2012 - 12.2014
- Resolve customer's problems questions and needs
- Followed escalation procedures to facilitate the resolution of complex support issues
- Identified chronic customer issues by creating and maintaining a customer complaint log
- Documented all aspects of customer interactions into call center systems
- Followed scripts to maintain good call control
- Met and exceeded daily service quality and performance goals.
Education
Bachelor of Commerce -
Monad University
Hapur, UP09.2015
Bachelor of Commerce -
Lady Amritbai Daga College (LAD)
Nagpur, MH02.2011
High School Diploma -
St Joseph Convent School
Nagpur, MH03.2009
Skills
- Resolve technical problems
- Optimize system performance
- Read technical manuals
- Support end-users
- Staff training and motivation
- Verbal communication
- Customer relations
- Training
- Problem-solving
- Deep knowledge on
-Frontdesk
- Integrated Distribution System
-Channel Manager
-Reports Analyzing
- Salesforce
- Zendesk
Additional Information
Exceeded goals through correction of substandard performances discovered by monitoring calls and customer care email responses for engagement skills, technical knowledge and procedure adherence. Designed technical documentation to guide development of new intelligence-gathering and reporting solutions. Assessed and reviewed data processes, suggesting methods for improvement. Enhanced and maintained existing reports and analytical applications. Built and improved business intelligence tools and systems to meet current and expected operations needs.
Languages
- Marathi
- Hindi
- English
Timeline
Account Management Lead
HotelKey India Pvt Ltd
01.2024 - Current
Product Specialist
HotelKey India Pvt Ltd
10.2020 - 01.2024
Training Lead
HotelKey India Pvt Ltd
10.2019 - 09.2020
Support Technician
HotelKey India Pvt Ltd
12.2018 - 09.2019
Quality Analyst Lead
GATIKWE
02.2016 - 10.2018
Complaint Resolution Officer
GATIKWE
03.2014 - 01.2016
Inbound Customer Service Representative
GATIKWE
01.2012 - 12.2014
Bachelor of Commerce -
Monad University
Bachelor of Commerce -
Lady Amritbai Daga College (LAD)
High School Diploma -
St Joseph Convent School
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